Method and system for providing advisory information to a field service provider

ABSTRACT

A network advisory system that provides advisory information to a field service provider is disclosed. The network advisory system receives collected data from one or more destination facilities and analyzes the information to generate advisory information. The advisory information is used by the field service provider to provide a service at the destination facility. The field service provider may receive the advisory information while in transit to the destination facility or while located at a destination facility. The field service provider receives the advisory information through a network connection. The network connection may be either a wireless connection or a land-based connection.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.09/923,202, filed Aug. 6, 2001, the entire content of which isincorporated herein by reference. This application is related to subjectmatter disclosed in U.S. application Ser. No. 09/923,176, filed Aug. 6,2001, now abandoned, the entire content of which is incorporated hereinby reference, and is related to U.S. Pat. No. 7,054,822, issued May 30,2006, the entire content of which is incorporated herein by reference.

TECHNICAL FIELD

The invention relates generally to distributing information. Moreparticularly, the invention relates to distributing advisory informationremotely to a field service provider.

BACKGROUND OF THE INVENTION

Generally, field service providers (e.g., a field service technician)are persons employed to provide a service at a destination facility. Thefield service provider is typically employed by a service providingcompany, but may also be a contractor or an internal employee of thefacility operator. On any given day, a field service provider may visitmultiple destination facilities while providing various differentservices at each destination facility.

Regardless of the type of service to be provided and the destinationfacility to where a service is to be provided, it is generally helpfulfor the field service provider to receive information about the requiredor requested service prior to arrival at the destination facility.Currently, such advisory information is typically provided to the fieldservice provider through interaction with another person, such as bytelephone. Additionally, advisory information may be provided as thefield service provider references a hard copy manual or printout.

Although these conventional methods have been used for many years, theyare not without disadvantages. First, by interacting with anotherperson, the advisory information provided to the field service provideris subject to human error. Furthermore, the cost of employing twoemployees—one a field service provider and the other providing advisoryinformation to the field service provider—to provide a single service isa financial burden to the service providing company of which the personsare employed. Second, by referencing a hard copy manual or printout, theadvisory information provided to the field service provider may notinclude the most recent information needed to satisfactorily provide theservice.

More importantly, it is somewhat difficult and extremely dangerous forthe field service provider to reference the hard copy manual or printoutwhile in transit to a destination facility. Transit time is generallyreferred to as “windshield time” due to the fact that most field serviceproviders spend that time traveling in a vehicle. Windshield time istypically time that cannot be charged to the customer by the serviceproviding company. Likewise, time taken to reference a hard copy manualor printout is typically time that cannot be charged to the customer. Ifthe field service provider attempts to reference the hard copy materialsduring windshield time, he/she is endangering not only his/her life, butalso the life of others on the transportation routes. As such, to safelyreference the hard copy during transit would require the field serviceprovider to detour from the transportation route thereby resulting ineven greater delays than the normal windshield time.

SUMMARY OF THE INVENTION

In accordance with the present invention, the above and other problemsare solved by the network advisory system (hereinafter “NAS”).Generally, the NAS provides advisory information to a field serviceprovider to assist the field service provider in providing a service ata destination facility. The field service provider may be employed by aservice providing company to provide the service at the destinationfacility. As such, the destination location may be associated witheither the service providing company or a customer of the serviceproviding company employing the field service provider to provideservice to the customer. The advisory information may take the form ofscripts that are used by the field service provider to either provide aparticular service at the destination facility or receive training in aspecialized area of which the field service provider requests orrequires instruction.

The advisory information may be generated from data conclusions derivedfrom collected data associated with a utility device at a destinationfacility. The utility device may be any machine, apparatus or systemserviced by the field service provider. The utility device may be leasedor purchased from the service providing company and therefore located ata destination facility associated with the customer. The utility devicemay also be a device already owned by the customer at a time when thecustomer and the service providing company enter into an agreement forthe service providing company to provide a service related to thedevice. Further, the utility device may also be the property of theservice providing company at a destination location of the serviceproviding company. Generally, the collected data includes device dataassociated with operating conditions of the utility device and accountdata associated with specific account and customer information. Accountdata may be broadly defined as all data not considered device data andmay include, without limitation, business data related to invoice andfinancial information associated with the customer and/or utility deviceor census data related to an operational demand or supply associatedwith the utility device.

The invention may be implemented as a computer process, a computingsystem or as an article of manufacture such as a computer programproduct or computer readable media. The computer program product may bea computer storage media readable by a computer system and encoding acomputer program of instructions for executing a computer process. Thecomputer program product may also be a propagated signal on a carrierreadable by a computing system and encoding a computer program ofinstructions for executing a computer process.

The great utility of the invention is that a field service provider mayprovide a service to a customer based on advisory information generatedby an advisory module thereby alleviating potential for human error.Furthermore, the advisory information may be presented to the fieldservice provider over any form of network connection through which thefield service provider may connect to the computing module. As such,advisory information may be presented to a field service provider duringwindshield time, thereby optimizing productivity and efficiency of thefield service provider. These and various other features as well asadvantages, which characterize the present invention, will be apparentfrom a reading of the following detailed description and a review of theassociated drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a functional diagram of a network advisory system inaccordance with an embodiment of the present invention and theassociated environment.

FIG. 2 is a simplified block diagram that illustrates functionalcomponents of a network advisory system such as the network advisorysystem in FIG. 1, in accordance with an embodiment of the presentinvention.

FIG. 3 is a functional diagram of a registration/communication moduleand a storage module of the network advisory system shown in FIG. 2 inaccordance with an embodiment of the present invention.

FIG. 4 is a flow diagram that illustrates operational characteristicsfor generating and providing advisory information in accordance with anembodiment of the present invention.

FIG. 5 is a flow diagram that illustrates operational characteristicsshown in FIG. 4 in more detail in accordance with an embodiment of thepresent invention.

FIG. 6 is a flow diagram that illustrates operational characteristicsshown in FIG. 4 in more detail in accordance with an alternativeembodiment of the present invention.

FIG. 7 is a flow diagram that illustrates operational characteristicsrelated to generating a data conclusion from a sample of collected datain accordance with an embodiment of the present invention.

FIG. 8 is a flow diagram that illustrates operational characteristicsrelated to mapping the data conclusion generated in the flow diagram ofFIG. 7 to advisory information in accordance with an embodiment of thepresent invention.

FIG. 9 is a flow diagram that illustrates operational characteristicsrelated to identifying and authenticating a field service providerconnected to the network advisory system of FIG. 1 over a networkconnection in accordance with an embodiment of the present invention.

DETAILED DESCRIPTION

The present invention and its various embodiments are described indetail below with reference to the figures. When referring to thefigures, like structures and elements shown throughout are indicatedwith like reference numerals.

Referring to FIG. 1, a conceptual illustration of an embodiment of thepresent invention is shown. FIG. 1 shows a network advisory system(“NAS”) 100 that is responsible for collecting data associated with oneor more destination facilities, i.e., 116, 118 and 120, and analyzingthe data in order to provide advisory information to a field serviceprovider 122 providing a service at the destination facility, such asdestination facilities 116, 118 and 120. Although the field serviceprovider 122 is shown in FIG. 1 as a person traveling betweendestination facilities, i.e., 116, 118 and 120, the field serviceprovider 122 may be any system, device, or computing module capable ofproviding a service to a destination facility, i.e. 116, 118 or 120. Thefield service provider 122 may be employed by a service providingcompany to provide the service at the destination facility 116, 118 or120. As such, the destination facility 116, 118 or 120 may be associatedwith either the service providing company or a customer of the serviceproviding company employing the field service provider 122 to provideservice to the customer. The advisory information may take the form ofscripts that are used by the field service provider 122 to eitherprovide a particular service at the destination facility 116, 118 or 120or receive training in a specialized area of which the field serviceprovider 122 requests or requires instruction. The scripts may bepresented to the field service provider 122 in a binary textual, audioand/or visual format.

The service provided is described below as device and accountmaintenance related to the rental/leasing of a utility device, such as,without limitation, a ware washer, a vending machine, a laundry machineor any type of office equipment, farm equipment, medical equipment,computer equipment, or vehicular service equipment. However, it shouldbe appreciated that the present invention encompasses any type ofservice of which the field service provider 122 may be employed to carryout the duties of the service, including, without limitation, upgrades,replacement, training, restocking, pest elimination, medical exams, andlawn care.

In an embodiment of the present invention, the NAS 100 is a computernetwork operated by an advisory module 102. The advisory module 102comprises a server computer that receives data from data collectors,such as data collectors 104, 106 and 108. Even though the NAS 100 isshown having only three data collectors 104, 106 and 108, the NAS 100may be implemented using any number of data collectors. Data collectedby the data collectors 104, 106 and 108 is uploaded by one or more datatransmitters, such as data transmitters 126, 128 and 130, to one or moredatabases, such as databases 110, 112 and 114, accessible to theadvisory module 102. The collected data is then stored in the one ormore databases, i.e. 104, 106 and/or 108, for a predetermined period oftime.

The NAS 100 may be implemented with the data collectors 104, 106 and 108and the data transmitters 126, 128 and 130 located at a specificdestination facility 116, 118 or 120. The destination facility 116, 118or 120 may be associated with a service providing company employing thefield service provider 122 or a customer of the service providingcompany. A destination facility, i.e., 116, 118 or 120, is defined notbased on where the customer or service providing company regularlyconduct business, but instead is defined as the location at which theservice is to be provided to the customer. As a means of example and notby limitation, the customer's destination facility 116, 118 or 120 ishereafter defined as the location where a utility device is located.

In accordance with a first embodiment, the field service provider 122may be employed by a service providing company and the service providingcompany is employed to provide service to a utility device at one ormore destination facilities, i.e., 116, 118 and/or 120, associated witha first customer. As such, the service providing company employs thefield service provider 122 as an agent to provide the specified service.The data collectors 104, 106 and 108, the data transmitters 126, 128 and130, and the databases 110, 112 and 114 may be located at either thedestination facility 116, 118 or 120 associated with the first customeror a central location associated with the service providing company. Asdescribed below, the data collectors 104, 106 and 108 collect variousforms of data including, without limitation, device data and accountdata. Whereas data collectors 104, 106 and 108 and data transmitters126, 128 and 130 associated with device data are typically located at adestination facility, 116, 118 or 120, data collectors 104, 106 and 108associated with account data are typically located a central locationassociated with the service providing company. As shown in FIG. 1, thefield service provider 122 may be provided advisory informationpertaining to the specified service while in transit to the destinationfacility. Alternatively, the field service provider 122 may be providedsuch advisory information while located at the destination facility 116,118 or 120 or any other stationary location.

In accordance with a second embodiment, the field service provider 122may be employed by a service providing company to provide service to autility device at one or more destination facilities 116, 118 and/or 120associated with the service providing company. As such, the serviceproviding company employs the field service provider 122 as an employeeto provide the specified service. The data collectors 104, 106 and 108,the data transmitters 126, 128 and 130, and the databases 110, 112 and114 may be located at either the destination facility 116, 118 or 120 ora central location associated with the service providing company. Asshown in FIG. 1, the field service provider 122 may be provided advisoryinformation pertaining to the specified service while in transit to thedestination facility 116, 118 or 120. Alternatively, the field serviceprovider 122 may be provided such advisory information while located atthe destination facility 116, 118 or 120 or any other stationarylocation. The field service provider 122 may also be an independentcontractor hired to provide a specified service at a destinationfacility, i.e., 116, 118 or 120. As such, the field service provider 122may be hired by either a service providing company or a customer of aservice providing company.

As described, the utility device may be located at the destinationfacility 116, 118 or 120 and may be associated with the serviceproviding company or a customer of the service providing companyreceiving the service. As such, the customer may have purchased orleased the utility device from the service providing company.Alternatively, the utility device may be a device already owned by thecustomer at a time when an agreement to service the device is executedbetween the service providing company and the customer.

The advisory module 102 receives data from the one or more databases110, 112 and/or 114 storing the data and analyzes the data to produceadvisory information to assist a field service provider 122 in providingone or more services at one or more destination facilities 116, 118and/or 120. As mentioned, the advisory information may take the form ofscripts that are used by the field service provider 122 to eitherprovide a particular service at the destination facility 116, 118 or 120or receive training in a specialized area of which the field serviceprovider 122 requests or requires instruction. Further, the scripts maybe customized messages formatted in language and/or content to eachparticular field service provider 122 and/or destination facilities 116,118 and 120 where a service is to be provided. The advisory informationmay also take the form of hard data, such as the data collected by datacollectors 104, 106 and 108.

In accordance with one embodiment, the advisory module 102 providesadvisory information to the field service provider 122 as the fieldservice provider 122 is in transit to a destination facility, i.e., 116,118 or 120. As such, the field service provider 122 may be in transitbetween two destination facilities, i.e., 116, 118 and/or 120, as shownin FIG. 1. An illustration of the field service provider 122 being intransit is shown with reference to a time line 124. For example, in FIG.1 the field service provider 122 is shown in transit between the firstdestination facility 116 and the second destination facility 118 at timet₁. Likewise, the field service provider 122 is shown in transit betweenthe second destination facility 118 and the third destination facility120 at time t₃. The time that the field service provider 122 is intransit between destination facilities 116, 118 or 120 is commonlyreferred to as “windshield time.” By providing the field serviceprovider 122 with advisory information during a windshield time, thefield service provider 122 can receive information related to the nextservice to be provided at the next destination facility 116, 118 or 120that the field service provider is to visit at a time that is relativelycost and time efficient. In accordance with a second embodiment, theadvisory module 102 may provide advisory information to the fieldservice provider 122 while the field service provider 122 is located ata destination facility, i.e., 116, 118 or 120, as shown at times to, t₂and t_(N) on the timeline 124.

Although FIG. 1 only depicts a first destination facility 116, a seconddestination facility 118 and a third destination facility 120, the NAS100 may be used to provide advisory information to the field serviceprovider 122 as the field service provider 122 is employed to provide aservice at any number of destination facilities over a given timeperiod. As such, FIG. 1 shows a time line 124 depicting specific timesthat illustrate the location of the field service provider 122 over agiven period of time. For instance, at time t₀, the field serviceprovider 122 would be providing a service at the first destinationfacility 116. At time t₁, the field service provider 122 is in transitbetween the first destination facility 116 and the second destinationfacility 118. Likewise, at time t₂, the field service provider 122 wouldbe providing a service at the second destination facility 118. The timeline 124 is therefore a continuous timeline beginning at time t₀ andending at a time t_(N), which would be the final destination facility120 visited by the field service provider 122 during a particular timeperiod (shown in FIG. 1 as times t₀-t_(N)) during which the fieldservice provider 122 is providing various services to multipledestination facilities, i.e., 116, 118 and 120. Accordingly, in FIG. 1,time t_(N) represents the time that the field service provider 122reaches the third destination facility 120.

The data collectors 104, 106 and 108 may collect any type of data thatis useful to the field service provider 122 as the field serviceprovider 122 is preparing to provide or currently providing a service ata destination facility, i.e., 116, 118 or 120. For example, but not byway of limitation, the data collectors 104, 106 and 108 may collectdevice data or account data related to a particular customer and/orutility device associated with a destination facility, i.e., 116, 118 or120. Device data may be broadly defined as data associated with autility device at a destination facility. Account data may be broadlydefined as all data not considered device data and may include, withoutlimitation, business data related to specific account, invoice orfinancial information associated with a customer and/or utility deviceand census data related to a specific demand or supply associated with acustomer, and/or utility device. As an illustration, device and accountdata is described below as data related to a utility device, such as,without limitation, a ware washer, a vending machine, a laundry machine,a chemical dispenser or any type of office equipment, farm equipment,medical equipment, lawn/garden equipment, vehicular service equipment,computer and computer-related equipment, software, or securityequipment. However, the data, particularly account data, may be relatedto any type of service of which a field service provider 122 may beemployed to carry out duties of the service.

In accordance with an embodiment, device data is data that relates tooperations of a particular utility device that the field serviceprovider 122 may service at a destination facility, i.e., 116, 118 or120. In particular, device data relates to parameters and operatingconditions of the utility device located at a particular destinationfacility 116, 118 or 120. Using a conventional vending machine as anexample of a utility device from which device data is taken, the devicedata may relate to the temperature inside the cooler of the vendingmachine.

As noted above, account data may include, without limitation, businessdata and census data. In accordance with an embodiment, business data isdata that generally relates to customer account information specific toa particular customer account. For instance, specific accountinformation may identify a particular time period during which acustomer has retained the services of the service providing company inservicing a particular utility device. Business data may also includeinvoice or financial information associated with a particular customeraccount. Invoice information may be information relating to a past dueamount owed by a customer on an account, the current account balance ofa customer's account, or any other information relating to financial orcredit information associated with a specific customer. Using aconventional vending machine as an example of a utility device stored ata destination facility associated with a customer and subject toservicing by the field service provider 122, business data may includedata that shows the customer's balance on the lease of the vendingmachine is thirty days past due.

In accordance with an embodiment, census data generally relates to ademand or supply associated with a particular service. As such, manyspecific samples of collected data may fall under the definition of“device” data. For instance, using a conventional vending machine as anexample of a utility device stored at a customer's destination facility,i.e., 116, 118 or 120, and subject to servicing by the field serviceprovider 122, census and device data may both relate to informationassociated with the quantity of a particular product that is soldthrough the vending machine during a specified time period. Likewise, ifthe utility device serviced by the field service provider 122 is alaundry machine, census and device data may both illustrate the amountof laundry detergent used by the customer over a specified time period.For reasons of example and not limitation, any type of data related to asupply or demand associated with a utility device is hereafter describedas census data and any type of data related to actual structures(electrical, mechanical, etc.) or operating conditions (watertemperature, revolutions per minute, etc.) of a utility device ishereafter described as device data.

In accordance with a first embodiment, the data collectors 104, 106 and108 collect various types of data from a single destination facility116, 118 or 120. For instance, the first data collector 104 may collectdevice data related to a vending machine located at the firstdestination facility 116 and the second data collector 106 may collectbusiness data related to rental of the vending machine at the firstdestination facility 116. In accordance with a second embodiment, thedata collectors 104, 106 and 108 may collect data specific to separatedestination facilities, i.e., 116, 118 and 120. For instance, the firstdata collector 104 may collect data specific to the first destinationfacility 116, the second data collector 106 may collect data specific tothe second destination facility 118 and the third data collector 108 maycollect data specific to the third destination facility 120.

Regardless of which embodiment is employed, data is collected from thedata collectors 104, 106 and 108 and provided to the advisory module 102via data transmitters 124, 126 and 128. The data transmitters 124, 126and 128 are responsible for uploading data collected by the datacollectors 104, 106 and 108 to one or more databases, such as databases110, 112 and 114 accessible to the advisory module 102. The location ofthe databases 110, 112 and 114 is immaterial so long as the databases110, 112 and 114 are accessible to the advisory module 102. Further, thedatabases 110, 112 and 114 may be replaced by or part of a single masterdatabase 208, as shown and described in FIG. 2. The advisory module 102retrieves data stored in the one or more databases 110, 112 and/or 114and uses the data to generate advisory information.

After a sample of data is received, the advisory module 102 analyzes thedata to generate a data conclusion. Data conclusions are independentconclusions or determinations derived from an analysis and/ormanipulations of the collected data against advisory rules associatedwith a particular data type of the sample of data. The data type isgenerally defined by the form or subject matter (i.e., device, business,census, etc.) of the data and more specifically defined by the sourcefrom where the data originates. Indeed, data type may be identified ingeneral as device or account data, more specifically as device, censusor business data, and even more specifically as sub-data types ofdevice, census or business data. As such, in pairing collected data toan advisory rule to analyze the data against the rule to generate a dataconclusion associated with the data, a general data type and a specificdata type of the data are used to match the data to the appropriateadvisory rule. For instance, data taken from a conventional laundrymachine may be generally identified as device data and specificallyidentified as relating to the water temperature of the wash cycles. Assuch, the specific data type is associated with water temperature of awash cycle and used in determining which advisory rule the data is to beanalyzed against.

Each advisory rule includes at least one advisory condition to whichcollected samples of data are analyzed against. The advisory conditionsare used to compare collected samples of data to operating and/orthreshold parameters associated with the data type of the data beingmanipulated. Once derived, the data conclusions are thereafter mapped tospecific advisory information capable of relating the conclusions to thefield service provider 122 in a manner such that the field serviceprovider 122 may use the collected data to provide a particular serviceat a destination facility based on the advisory information. Asmentioned, the advisory information may take the form of scripts thatare used by the field service provider 122 to either provide aparticular service at the destination facility 116, 118 or 120 orreceive training in a specialized area of which the field serviceprovider 122 requests or requires instruction.

In accordance with an embodiment, the advisory information may becustomized based on the particular destination facility 116, 118 or 120and the particular field service provider 122 providing the service atthe facility 116, 118 or 120. Furthermore, the advisory informationgenerated by the advisory module 102 may also be customized to thenatural language of the field service provider 122. As mentioned, theadvisory information may be associated with business, census, or deviceinformation related to providing a specific service to a specificcustomer associated with the destination facility 116, 118 or 120. Theadvisory information may also be associated with training or instructioninformation requested or required by the field service provider 122.Such training or instruction may or may not be related to any particularcustomer.

As described above, the advisory information may also be customizedbased on the destination facility 116, 118 or 120 that is to receive aservice by the field service provider 122 and the particular fieldservice provider 122 requesting access to the advisory informationthrough the NAS 100. The operations used in accessing the advisoryinformation are described in more detail below in FIGS. 3 and 9. Bycustomization, the advisory information may be formatted not only on thecustomer associated with the destination facility 116, 118 or 120 andthe field service provider 122 providing the service to the customer,but also the subject matter of the service to be provided by the fieldservice provider 122. The subject matter, or content, of the servicerelates to the general type of data that the advisory information isassociated with. For instance, if the field service provider 122 islocated at time t₀ in FIG. 1 and servicing a vending machine located atthe first destination facility 116, the subject matter of the advisoryinformation may be related to either device data, census data, orbusiness data based on the objective of the service currently beingprovided at the first destination facility 116. As an example, at timet₀, the field service provider 122 may be replenishing a product coveredby a vending machine located at the first destination facility 116.Accordingly, the advisory information accessed by the field serviceprovider 122 may detail the number of products currently stored in thevending machine so that the field service provider 122 may predeterminehow many products are needed to replenish the vending machine. Asanother example, if the subject matter of the advisory informationrelates to business data, then the objective of the service may be tocollect a past due amount from a customer of the destination facility.In such a case, the advisory information may relate a balance of thepast due amount to the field service provider 122.

Referring now to FIG. 2, an illustration of the NAS 100 incorporatingdata from a destination facility associated with a single customeremploying a service providing company to provide a service is shown inaccordance with an embodiment of the present invention. As an example toillustrate the NAS 100 as shown in FIG. 2 and not by way of limitation,the customer is provided a service at the destination facility, i.e.,116, 118 or 120, by a field service provider 122 under employment of theservice providing company. The NAS 100 compiles and stores device data202 and account data 203 including, without limitation, census data 204and business data 206, in a master database 208. In a first embodiment,the master database 208 may contain separate records for storing theseparate general types of data, i.e., device data 202, census data 204and business data 208. In a second embodiment, the master database 208is replaced by multiple databases, such as the databases 110, 112 and114 shown in FIG. 1, with each database storing a separate type of data.As such, a device data database may store device data 202, a census datadatabase may store census data 204 and a business data database maystore business data 206. Data 202, 204 and 206 are collected from datacollectors, such as data collectors 104, 106 and 108. The datacollectors 104, 106 and 108 may be located at the destination facility,such as 116, 118 and 120. Alternatively, the data collectors 104, 106and 108 may be located at a central location of the service providingcompany.

As an example to illustrate the present invention and not a limitation,FIG. 2 is described with reference to a field service provider 122providing service to a leased utility device located at a customer'sdestination facility. More particularly, the leased utility device inthis example is a laundry machine. As such, device data 202 from thelaundry machine is illustrated in FIG. 2 as relating to the watertemperature in a wash basket of the machine; census data 204 isillustrated in FIG. 2 as relating to the amount of laundry detergentused by the customer over a specified period of time; and business data206 is illustrated in FIG. 2 as relating to invoice informationconcerning the lease of the laundry machine.

Device data 202, census data 204 and business data 206 are received intothe master database 208 and stored in the database 208 until such timethat the data is to be analyzed by the advisory module 102. Inaccordance with an embodiment of the invention, the advisory module 102is constructed with an intelligence module 210 and a mapping module 212.The intelligence module 210 formulates the device data 202, the censusdata 204 and the business data 206 into data conclusions by analyzingthe data against advisory rules.

As mentioned above, data conclusions are independent conclusions ordeterminations derived from the collected data. The data conclusions arederived based on the data type of the collected data, i.e., whether thedata is device, account, or census data. As such, the data conclusionsare determined based on an analysis against an advisory rule associatedwith each specific data type. As noted above, each advisory ruleincludes at least one advisory condition and each advisory conditionrelates a collected sample of data to one or more operating and/orthreshold parameters. For example, if the device data 202 shows that themachine-wash temperature is 80 degrees Fahrenheit, the intelligencemodule 210 may compare the machine-wash temperature to a temperaturerange of 75 to 90 degrees Fahrenheit to conclude that the temperature ofthe machine-wash is within the operating limits required of the machine.Likewise, if the census data 204 shows that the customer has used 1000packages of laundry detergent within a one month time period, theintelligence module 210 may compare this quantity of use to a quantityof 800 packages to conclude that the customer requires a greaterquantity of laundry detergent for the next months supply.

Table 1, which further illustrates the device data example of FIG. 2,shows a listing of data conclusions generated by the intelligence module210 along with the advisory conditions used in generating eachconclusion. The variable “X” represents the temperature of the normalcycle machine-wash taken at time T_(MW) and the variable “Y” representsthe temperature of the final rinse taken at time T_(FR). Both “X” and“Y” are temperatures of water in Fahrenheit.

TABLE 1 Factor Data Conclusion If X ≦ 75 00 If 75 < X < 90 01 If X ≧ 9002 If Y ≦ 60 03 If 60 < Y < 75 04 If Y ≧ 75 05

Once generated by the intelligence module 210, the data conclusions areprovided to a mapping module 212 that maps advisory information to eachdata conclusion. In accordance with an embodiment of the invention, theadvisory information may take the form of a specific script illustrativeof the data type of each data conclusion. As such, the advisoryinformation is hereinafter described in conjunction with FIG. 2 as ascript. A script is a predefined binary, textual, audio and/or visualmessage that relates to the data conclusion to a format recognizable tothe field service provider 122.

Each data conclusion is associated with one or more particular scriptsrecognized by the mapping module 212. Table 2, which further illustratesthe device data 202 example of FIG. 2, shows a mapping of scripts to thedata conclusions shown in Table 1. As mentioned, the scripts in Table 2are illustrated as being either audio or textual. In accordance with anembodiment, audio scripts may be predefined .WAV files. Furthermore,textual scripts may be formatted in a conventional character set.

Although Table 2 only depicts audio or textual scripts mapped to dataconclusions, it should be appreciated that the scripts may beaudio/visual. For instance, the audio/visual scripts may be in MovingPicture Experts Group (MPEG) standards format or some variation thereof.Indeed, audio/visual scripts are particularly beneficial undercircumstances where the field service provider 122 connects to the NAS100 through the Internet or a personal digital assistant (PDA) havingwireless visual capabilities. Furthermore, the scripts in Table 2 areshown as single phrases for simplicity of this example. Generally,however, a script may comprise binary, textual, audio and/or visualmessages having multiple phases or frames.

TABLE 2 Data Conclusion Scripts 00 “The machine-wash temperature isbelow the expected temperature range.” 01 “The machine-wash temperatureis within the expected temperature range.” 02 “The machine-washtemperature is above the expected temperature range.” 03 “The finalrinse temperature is below the expected temperature range.” 04 “Thefinal rinse temperature is within the expected temperature range.” 05“The final rinse temperature is above the expected temperature range.”

In accordance with one embodiment, the scripts may be transmitted fromthe mapping module 212 to a storage module 216. The storage module 216may be a timed-buffer or FIFO containing a predetermined number ofrecords based on the number of customers of the service providingcompany and the number of accounts held by each customer. Because thestorage module 216 is a timed-buffer, records in the storage module 216are continuously erased as new data is collected and conclusions aregenerated and mapped to scripts by the advisory module 102. As such, therecords may be written over with new data every 24 hours. In accordancewith other embodiments, the time period of which the scripts are storedin the records may be any given length of time. This length of time isgenerally dependent upon the type of service sought by the customer andthe frequency to which that service is to be provided. Alternatively(see FIG. 6), the scripts may be transmitted from the mapping module 212directly to a field service provider 122 without passing through thestorage module 216.

In an embodiment of the present invention, a field service provider 122signs on to the NAS 100 by connecting to a registration/communication(“R/C”) module 214 through a network connection 132. The field serviceprovider 122 may connect to and access the NAS 100 through any type ofnetwork device including, without limitation, a cellular telephone, apersonal digital assistant (PDA), a laptop computer, a desktop computer,a land-line based telephone, a kiosk or any other network device thatallows a user to communicate with the advisory server module 102 whileconnected through the network connection 132. As noted, the networkconnection 132 may be either a land-based connection or a wirelessconnection. Additionally, the network connection 132 may be acombination of a land-based and a wireless connection, such as the casewhere a wireless PDA connects to an Internet service provider (ISP)which is connected via a land-based connection to the NAS 100.

Using the network device, the field service provider 122 inputsinformation to communicate with the advisory server module 102 through ahuman interface device or module. The human interface device may be anynumber of interface devices based on the network device through whichthe field service provider 122 is connected to the network connection132. By way of illustration and not limitation, in cases where thenetwork device is a computer (laptop or desktop), the human interfacedevice may be a keyboard, a mouse, a joystick, a touch screen or anyother similar user interface device operably connected to the computerand capable of transmitting and receiving information to and from anetwork server or remote computer.

Once a field service provider 122 is identified by the R/C module 214,the module 214 transmits the appropriate scripts requested or requiredby the field service provider 122 based upon authentication andidentification information input by the field service provider 122. Asmentioned, the data type of the script(s) may be categorized as devicedata 202, census data 204, or business data 206. Once the customeraccount and data type is determined, appropriate scripts are retrievedfrom the storage module 216 and transmitted to the field serviceprovider 122 over the network connection 132. As shown in FIG. 1, attimes t₁ and t₃, the field service provider 122 may access the NAS 100while in transit between destination facilities, i.e., 116, 118 and/or120. Alternatively, the field service provider 122 may access the NAS100 as the field service provider 122 is located at a customer'sdestination facility.

FIG. 3 illustrates components of an R/C module 214 through which a fieldservice provider 122 accesses a NAS 100 in accordance with an embodimentof the present invention. As an example and not by means of limitation,the advisory information provided by the NAS 100 to the field serviceprovider 122 may take the form of a script. As such, FIG. 3 is describedas providing scripts to the field service provider 122 once the provider122 is granted access to the NAS 100 by the R/C module 214. Inaccordance with an embodiment, the transmittal of a specific script bythe NAS 100 to the field service provider 122 is based on data typeinformation defined by a provider identifier, which in an exemplaryembodiment is an identification code 302 assigned to the field serviceprovider 122, and an account identifier, which in an exemplaryembodiment is customer account code 304 assigned to the particularaccount of the entity—either a customer or a providingcompany—associated with the destination facility, i.e., 116, 118 and120, receiving the service. As an example to illustrate FIG. 3, thedestination facility, i.e., 116, 118 or 120, receiving the service isdescribed as a destination facility associated with a customer of aservice providing company. As such, a field service provider 122provides the service as an agent of the service providing company. Inaccordance with other embodiments, the destination facility, i.e., 116,118 or 120, may be associated with the service providing company.Regardless of the embodiment, each destination facility, i.e., 116, 118and 120, may be associated with one or more customer account codes 304.

The customer account code 304 identifies both the entity receiving theservice and a specific account of the customer to which a service is tobe provided. Hence, the customer account code 304 may specify theservice providing company or a customer of the service providingcompany. The customer account code 304 may be one parameter used by theR/C module 214 to specify the appropriate scripts to be provided to thefield service provider 122. Further, the customer account code 304 mayidentify a specific service to be provided to the customer identified bythe customer account code 304. As described below, a customer may beassociated with multiple customer account codes 304, with each customeraccount code 304 relating to a specific utility device. The specificutility devices may be of the same type or of different types; however,even if the utility devices are of the same type, data may be collectedfrom and scripts may be provided based on separate customer accountcodes 304.

As mentioned, the field service provider 122 accesses the NAS 100 byfirst connecting to the R/C module 214 through some type of networkconnection 132. The network connection 132 may be a wireless connection.The network connection 132 may also be a landline connection, such asthrough the Internet or a land-based telephone line. As described above,if the network connection 132 allows the transfer of visual scripts, thescripts transmitted to the field service provider 122 are preferablyformatted as audio/visual scripts. Hence, whereas the data-type of thescripts is determined based on the identification code 302 and thecustomer account code 304, the formatting, i.e., binary, textual, audioor audio/visual, of the scripts may be determined by the type of networkconnection 132 through which the field service provider 122 is connectedto the R/C module 214.

Once connected to the R/C module 214, the field service provider 122inputs the identification code 302 and the customer account code 304specific to the customer account receiving the services of the fieldservice provider 122. As mentioned, the customer account code 304 is astring of any number of characters—letters or numbers—recognized by theR/C module 214 as specifying a particular customer and service to beprovided. The customer account code 304 is specific to the customer inthat no two customer accounts, and therefore no two customers, of theservice providing company are identified using the same customer accountcode 304. Thus, the customer account code 304 not only identifies aparticular customer, but also identifies a specific account for thecustomer. For instance, a customer may lease a laundry machine and avending machine from the service providing company. As such, thecustomer account code 304 associated with the laundry machine ispreferably identified using a different character string than thecustomer account code 304 associated with the vending machine. Forinstance, the customer account code 304 for the laundry machine may be“00001.001,” whereas the customer account code 304 for the vendingmachine may be “00001.002.” Further, illustrating the example, whereasthe first five characters represent the customer code for the specificcustomer, the last three characters, “001” and “002,” represent thespecific accounts of the customer identified by “0.00001.”

Likewise, the identification code 302 is a string of any number ofcharacters—letters or numbers—recognized by the R/C module 214 asspecifying a particular field service provider 122. The identificationcode 302 is specific to the field service provider 122 such that noother field service provider 122 employed by the providing company isidentified by that identification code 302. Because the identificationcode 302 is specific to each field service provider 122, eachidentification code 302 may be recognized by the R/C module 214 asidentifying the field service provider 122 as a specialist in aparticular service area. For instance, the R/C module 214 may identifythe field service provider 122 as a ware washer repairman based on theidentification code 302. In accordance with one embodiment, the fieldservice provider 122 is a person and the identification codes 302 foreach field service provider 122 employed by the service providingcompany are set up such that the first two characters identify eachprovider 122 as belonging to a specific specialty area as shown below inTable 3. Additionally, the identification codes 302 for each fieldservice provider 122 may be set up such that the characters to the rightof the specialty identifier distinguish each person individually. In theillustrations shown in Tables 3 and 4, an example identification codemay be “XXYYYY” where “XX” identify the field service provider 122 byspecialty area and “YYYY” identifies the field service provider 122individually. Hence, as an example, the identification code 302referenced as “020002” identifies John Smith and the fact that Mr. Smithis an account/invoice specialist.

TABLE 3 Specialty Identifier (“XX”) Specialty Area 00 Ware washertechnician 01 Vending machine re-supplier 02 Account/Invoice Specialist. . . . . . 99 HVAC technician

TABLE 4 Individual Identifier (“YYYY”) Individual 0001 John Doe 0002John Smith . . . . . . 9999 Jane Smith

The records of the storage module 216 are designed such that eachcustomer is identified with one or more customer account records 310(FIG. 3). The customer account records 310 are preferably identified bythe R/C module 214 based on a specific customer account code 304 of thecustomer that the record is associated with. Thus, a customer may beassociated with as many customer account records 310 as the customer hasaccounts, and thus customer account codes 304. Each customer accountrecord 310 is further divided into data-type records 312 (FIG. 3) thatstore data-type specific scripts. In accordance with an embodiment, eachcustomer account record 310 contains a device data record, a census datarecord and an business data record for storing scripts derived fromdevice data 202, census data 204 and business data 206, respectively. Asdescribed in more detail in FIG. 9, the R/C module 214 accesses theappropriate customer 310 and data type 312 records based upon theidentification code 302 and the customer account code 304 input by thefield service provider 122. The R/C module 214 then retrieves the scriptstored in the accessed data-type record 312 and transmits the retrievedscript to the field service provider 122. Alternatively, the scripts maybe mapped once the field service provider 122 accesses the appropriatedata-type record 312 as shown in FIG. 6 in accordance with thisalternative embodiment.

A computing device, such as advisory module 102, typically includes atleast some form of computer-readable media. Computer readable media canbe any available media that can be accessed by the advisory module 102.By way of example, and not limitation, computer-readable media mightcomprise computer storage media and communication media.

Computer storage media includes volatile and nonvolatile, removable andnon-removable media implemented in any method or technology for storageof information such as computer readable instructions, data structures,program modules or other data. Computer storage media includes, but isnot limited to, RAM, ROM, EPROM, flash memory or other memorytechnology, CD-ROM, digital versatile disks (DVD) or other opticalstorage, magnetic cassettes, magnetic tape, magnetic disk storage orother magnetic storage devices, or any other medium that can be used tostore the desired information and that can be accessed by the advisorymodule 102.

Communication media typically embodies computer-readable instructions,data structures, program modules or other data in a modulated datasignal such as a carrier wave or other transport mechanism and includesany information delivery media. The term “modulated data signal” means asignal that has one or more of its characteristics set or changed insuch a manner as to encode information in the signal. By way of example,and not limitation, communication media includes wired media such as awired network or direct-wired connection, and wireless media such asacoustic, RF, infrared, and other wireless media. Combinations of any ofthe above should also be included within the scope of computer-readablemedia. Computer-readable media may also be referred to as computerprogram product.

The logical operations of the various embodiments of the presentinvention are implemented (1) as a sequence of computer implemented actsor program modules running on a computing system and/or (2) asinterconnected machine logic circuits or circuit modules within thecomputing system. The implementation is a matter of choice dependent onthe performance requirements of the computing system implementing theinvention. Accordingly, the logical operations making up the embodimentsof the present invention described herein are referred to variously asoperations, structural devices, acts or modules. It will be recognizedby one skilled in the art that these operations, structural devices,acts and modules may be implemented in software, in firmware, in specialpurpose digital logic, and any combination thereof without deviatingfrom the spirit and scope of the present invention as recited within theclaims attached hereto.

A network advisory process begins once a field service provider 122connects with the registration/communication module 214 through anetwork connection 132. As noted above, the R/C module 214 is theinterface of the NAS 100 through which the field service provider 122accesses the NAS 100. As such, the field service provider 122 connectsand communicates with the R/C module 214 through the use of a networkdevice having a human interface module. Through the R/C module 214 theuser will sign on as a user of the NAS 100. FIG. 4 illustratesoperations performed by the NAS 100 as the NAS 100 administers a networkadvisory process in accordance with one embodiment of the presentinvention.

Referring to FIG. 4, a network advisory process 400 generallyillustrating operations for generating and providing advisoryinformation to a field service provider 122 through the NAS 100 is shownin accordance with an embodiment of the present invention. The networkadvisory process 400 comprises an operation flow beginning with startoperation 402 and concluding with termination operation 412. Forsimplicity, the network advisory process 400 is described below ascollecting data samples associated with a single type of data from asingle destination facility, i.e., 116, 118 or 120. Moreover, thedestination facility 116, 118 or 120 is described below as beingassociated with a customer of a service providing company employing thefield service provider 122 to provide a service to the customer onbehalf of the company. Generally, however, the NAS 100 may be used tosimultaneously collect various forms of data from multiple destinationfacilities, i.e., 116, 118 and/or 120, serviced by the providingcompany. Furthermore, for each destination facility, i.e., 116, 118 and120, serviced by the service providing company, there are generally twoforms of data that are collected: device data 202 and account data 203,which includes, without limitation, business data 206 and census data204.

Operation flow begins in start operation 402 and continues to collectionoperation 404. Collection operation 404 collects data from thedestination facility 116, 118 or 120. As an example, and not by way oflimitation, collection operation 404 collects data associated with autility device to which a service is provided by a field serviceprovider 122 employed by the service providing company. Morespecifically, the flow diagram 400 is hereafter described with referenceto the utility device being an industrial laundry machine. As such,device data collected may relate to machine-wash temperature, businessdata collected may relate to the balance due on a lease of the laundrymachine and census data collected may relate to the amount of laundrydetergent used in the laundry machine over a given period of time.

Once data is collected in collection operation 404, operation flowpasses to generation operation 406. Generation operation 406 generatesdata conclusions by analyzing the collected data of each data typeagainst advisory rules associated with each specific data type. Thecollected data are analyzed against the advisory rules to generateconclusions illustrative of the results of the analysis. Each advisoryrule includes at least one advisory condition relating a collectedsample of data to one or more operating and/or threshold parametersassociated with the general and specific data type. The analysis may beas simple as a comparison of a single sample of collected data tooperating and/or threshold parameters of a single advisory condition oras complex as an interpretation of multiple samples of collected dataagainst a complex set of advisory rules each having multiple advisoryconditions to which the data are analyzed against.

As an illustration of a simpler example, device data 202 collected bycollection operation 404 may be compared to operating parametersassociated with a predefined water temperature range associated with themachine-wash cycle. The data conclusion will thus specify whether thedevice is operating properly, i.e., whether the machine-wash temperatureis too hot or too cold.

As an illustration of a more difficult example, multiple samples ofdevice data 202 associated with a conventional warewashing machine maybe analyzed together against a complex set of advisory rules to generateone or more conclusions. Conventional warewashing machines typicallyinclude a wash reservoir, a rack conveyor, and a final rinse manifold.The samples of device data characterize warewasher operating conditions,such as, without limitation, detergent usage and concentration, washtank temperature, final rinse pressure, and final rinse temperature.Each change in final rinse temperature may indicate that a rack ofdishes is passing through the machine. For each rack passing through themachine, the dishes are sprayed with a constant volume of final rinsewater that flows off the dishes and into the wash tank. As final rinsewater flows into the wash tank reservoir, the tank level rises therebyoverflowing into a discharge pipe. The additional water volume dilutesthe detergent concentration, requiring the addition of more detergent.Under stable operating conditions, the amount of detergent added, overtime, is directly proportional to the number of racks processed, asmeasured by the number of times the final rinse is activated.

The fact that detergent usage, as measured by empty container alarms, isout of line with respect to the number of racks washed may be anindication that the fill valve to supply fresh water to the wash tankreservoir is leaking or stuck in an open position. As such, eachindependent parameter, detergent usage and final rinse activation may beanalyzed against multiple advisory rules for a particular machineconfiguration. This analysis generates one or more data conclusions thatmay suggest to the service provider whether there exists a leak in thewash tank fill valve.

Once generation operation 406 has generated data conclusions for thecollected data, operation flow passes to map operation 408. Mapoperation 408 maps the data conclusions generated by generationoperation 406 to advisory information that relates the data conclusionsto a format recognizable to a field service provider 122. In accordancewith an embodiment, the advisory information may take the form ofscripts, which are customized messages defined in a textual or an audioand/or visual format.

Operation flow passes from map operation 408 to response operation 410once the field service provider 122 accesses to the NAS 100 through anetwork connection 132. As mentioned, the network connection 132 ispreferably a wireless connection, but may be any type of networkconnection 132 allowing connection to a remote computer. The networkconnection 132 may also be a landline connection, such as the Internet.Response operation 410 guides the field service provider 122 through thenetwork advisory process 400. To gain access, once the field serviceprovider 122 connects to the NAS 100 by inputting valid authenticationand identification information through the R/C module 214. Upon enteringa valid identification code 302, the field service provider 122 isauthenticated and allowed to log on the NAS 100 as a user.

In order to request specific advisory information, the field serviceprovider 122 inputs a customer account code 304. As described below andthroughout the specification, the customer account code 304 identifies aspecific customer account to which the field service provider 122 is toprovide a service. Broadly defined, the customer account code 304 may beused to identify a specific destination facility, i.e., 116, 118 or 120,regardless of whether that destination facility 116, 118 or 120 isassociated with a particular customer.

Response operation 410 responds with the appropriate advisoryinformation based on the identification code 302 of the field serviceprovider 122 and the customer account code 304. Specifically, thecustomer account code 304 specifies the customer account record 310 forresponse operation 410 to access and the identification code 302specifies the data-type record 312 for response operation 410 to accessbased on the area of specialty of the field service provider 122. Onceresponse operation 410 has accessed the appropriate data-type record 312and transmitted the advisory information stored in the record 312 to thefield service provider 122, operation flow concludes with terminationoperation 412.

FIG. 5 is a network advisory process 500 more particularly illustratingthe operations shown in the network advisory process 400 as the NAS 100generates and provides advisory information to a field service provider122 in accordance with an embodiment of the present invention. As anexample and not a limitation, the network advisory process 500 isdescribed in FIG. 5 as collecting data and providing advisoryinformation generated from the data. In accordance with an embodiment,the advisory information processed by the network advisory process 500is illustrated as taking the form of a script.

The network advisory process 500 comprises an operation flow beginningwith start operation 502 and concluding with termination operation 536.For simplicity, the network advisory process 500 is described below ascollecting various forms of data from a destination facility, i.e., 116,118 or 120, associated with a single customer of a service providingcompany employing a field service provider 122 to provide a service.Generally, however, the NAS 100 may be used to simultaneously collectvarious forms of data from multiple customers of the same serviceproviding company. Furthermore, the destination facility 116, 118 or 120where a service is provided may or may not be associated with acustomer.

The network advisory process 500 begins with start operation 502 andpasses to collection operations 504, 506 and 508. As an example, and notby limitation, collection operations 504, 506 and 508 collect dataassociated with a utility device serviced by the service providingcompany. More specifically, the network advisory process 500 ishereafter described with reference to the utility device being anindustrial laundry machine. Device collection operation 504 collectsdevice data 202 associated with the utility device to which the fieldservice provider 122 is providing a service, i.e., some type ofmaintenance to the laundry machine. Likewise, census collectionoperation 506 collects census data 204 associated with the utilitydevice to which the field service provider 122 is providing a serviceand business collection operation 508 collects business data 206associated with the utility device to which the field service provider122 is providing a service. As such, the device data 202 collected mayrelate to machine-wash temperature, the business data 206 collected mayrelate to the balance due on the laundry machine and the census data 204collected may relate to the amount of laundry detergent used in thelaundry machine over a given period of time.

Once the various forms of data are collected by collection operations504, 506 and 508, operation flow passes to upload operations 510, 512and 514. Upload operations 510, 512 and 514 each upload the type of datacollected by collection operations 504, 506 and 508, respectively, toone or more databases, such as databases 110, 112 and 114, or 208,accessible to the advisory module 102. As such, device upload operation510 may upload the collected device data 202 to the master database 208,census upload operation 512 may upload the collected census data 204 tothe master database 208 and business upload operation 514 may upload thecollected business data 206 to the master database 208.

Once data is uploaded to the master database 208, operation flow passesto initialization operation 515. Initialization operation 515initializes a clocking mechanism used to reference the length in timethat collected data are stored in the master database 208. The clockingmechanism is also preferably used to reference the length in time thatadvisory information is stored in the storage module 216. Once the timeris initiated, operation flow passes to data storage operation 516. Datastorage operation 516 stores the uploaded data in the master database208 as described in conjunction with FIG. 2, in accordance with anembodiment of the invention.

The data stored in the master database 208 are then analyzed againstadvisory rules by analysis operation 518. As described above, theadvisory rules are not only specific to the general data type, i.e.,device, business or census, of the collected data, but also a specificdata type related to the origin of the source of the collected data. Forinstance, whereas water temperature of a conventional laundry reservoirmay be analyzed against one or more device data advisory rules specificto water temperature, the velocity of the reservoir spin may be analyzedagainst one or more device data advisory rules specific to reservoirvelocity. An example of such an analysis is described below withreference to FIG. 7. Based on the analysis, data conclusions aregenerated by generation operation 520. The data conclusions arepredefined identifiers associated with each independent result obtainedby analysis operation 518. Once the data conclusions are generated,operation flow passes to map operation 522. Map operation 522 maps eachdata conclusion generated by generation operation 520 to advisoryinformation that relates the results derived by analysis operation 518to a format recognizable to the field service provider 122. As anexample and not a means of limitation, the advisory information may takethe form of a script in a textual or an audio and/or visual format.Illustrating this example, FIG. 5 is hereafter described as the networkadvisory process 500 provides one or more scripts to a field serviceprovider 122. Once the conclusions are mapped, operation flow passes todistinguish operation 524. Distinguish operation 524 distinguishes ororganizes the scripts based on data type and customer account. As such,scripts associated with device data 202 are separated from scriptsassociated with business and census data and scripts associated with onecustomer account are separated from scripts associated with anothercustomer account.

Operation flow then passes to storage operation 526. Storage operation526 oversees storage of the scripts in a two-tier organizational storagemodule 216 based on the organization determined by distinguish operation524. The scripts are first stored in customer account records 310, whichmay be identified by the customer account code 304 of each particularcustomer and account. Within each customer account record 310, thescripts are further divided into data-type records 312 based on thegeneral data-type of the data, i.e., device, business or census. Asmentioned above, the data-type records 312 are divisions, or groups, ofcustomer account records 310 such that each customer account record 310contains at least three data-type records 312: a device data record, abusiness data record and a census data record.

Once scripts are stored in the storage module 216, operation flow passesto timer operation 530. Timer operation 530 determines whether data andscripts stored in the master database 208 and the storage module 216,respectively, have been maintained in records of the database 208 andmodule 216 for a predetermined time period. This determination isconducted at a record-by-record level. As described earlier, theclocking mechanism monitored by timing operation 530 is initialized tostart counting by initialization operation 515. Once the time of theclocking mechanism reaches “X” count, which is a count of the clockingmechanism in seconds, minutes, hours, or days, operation flow passesfrom timer operation 530 to flag operation 534. In flag operation 534,data that has been in the records of the master database 208 and thescripts stored in the records of the storage module 216 for “X” amountof time are flagged such that the records storing the data and thescripts are written over during subsequent network advisory process 500passes. Flag operation 534 may also be referred to as a “data refresh”operation wherein the data flagged by the operation 534 is data that isto be refreshed with updated collected data. Operation flow then passesto start operation 502 and continues as data is collected, uploaded andthen stored in the records of the database 208 previously flagged.

If timer operation 530 determines that data and scripts stored inrecords of the master database 208 and the storage module 216,respectively, have not been maintained in the records for thepredetermined time period, operation flow passes to decisional operation528. Decisional operation 528 awaits access to the NAS 100 by a fieldservice provider 122. In particular, if decisional operation 528determines that access has not been granted to a field service provider122, then operation flow passes to timer operation 530 and iscontinuously looped until either access is granted or the timeroperation 530 indicates that the data and scripts have been maintainedin the master database 208 and the storage module 216, respectively, forthe predetermined time period. Once the NAS 100 is accessed, operationflow passes to transmission operation 532. Transmission operation 532retrieves the appropriate script requested by the field service provider122 and transmits the script to the field service provider 122 over thenetwork connection 132 through which the field service provider 122 isconnected. Operation flow then concludes at termination operation 536.In accordance with an embodiment, the fact that a script is provided bya field service provider 122 has no bearing on whether the data isthereafter refreshed. Indeed, the field service provider 122 maysubsequently access the NAS 100 and retrieve the same script previouslyaccessed so long as the script has not been prepared for refresh by flagoperation 534. Alternatively, the NAS 100 may refresh the scriptsfollowing each access.

FIG. 6 is a network advisory process 600 more particularly illustratingoperations shown in the network advisory process 400 as the NAS 100generates and provides advisory information to a field service provider122 in accordance with an alternative embodiment of the presentinvention. Specifically, operations 602, 604, 606, 608, 610, 612, 614,616, 618 and 620 in FIG. 6 are substantially identical to operations502, 504, 506, 508, 510, 512, 514, 516, 518 and 520 in FIG. 5. As such,in the alternative embodiment described in FIG. 6, mapping advisoryinformation to a data conclusion based on a specific customer anddata-type is administered as a field service provider 122 is grantedaccess to the NAS 100. As with FIG. 5, the network advisory process 600is described in FIG. 6 as collecting data and providing advisoryinformation generated from the data. In accordance with an embodiment ofthe invention, the advisory information provided by the network advisoryprocess 600 is illustrated as taking the form of a script. The networkadvisory process 600 comprises an operation flow beginning with startoperation 602 and concluding with termination operation 634.

The network advisory process 600 begins with start operation 602 andpasses to collection operations 604, 606 and 608. Device data collectionoperation 604 collects device data 202 associated with a utility deviceto which the field service provider 122 is providing a service, i.e.,some form of maintenance to the device. Likewise, census data collectionoperation 606 collects census data 204 associated with the utilitydevice, the destination facility 116, 118 or 120 or the customer andbusiness data collection operation 608 collects business data associatedwith the destination facility 116, 118 or 120, or the customer utilitydevice. As an example, and not a limitation, collection operations 604,606 and 608 collect data associated with a utility device located at acustomer destination facility 116, 118 and 120 and serviced by a serviceproviding company employing the field service provider 122. Morespecifically, the network advisory process 600 is hereafter describedwith reference to the utility device being an industrial laundrymachine. As such, the device data 202 collected may relate tomachine-wash temperature, the business data 206 collected may relate tothe balance due on a lease of the laundry machine and the census data204 collected may relate to the amount of laundry detergent used in thelaundry machine over a given period of time.

Once the various forms of data are collected by collection operations604, 606 and 608, operation flow passes to upload operations 610, 612and 614. Upload operations 610, 612 and 614 each upload the type of datacollected by collection operations 604, 606, and 608, respectively, toone or more databases, such as 110, 112 and/or 114, and/or 208,accessible to the advisory module 102. As such, device upload operation610 may upload the collected device data 202 to the master database 208,census upload operation 612 may upload the collected census data 204 tothe master database 208 and account upload operation 614 may upload thecollected business data 206 to the master database 208.

Once data is uploaded to the advisory module 102, operation flow passesto initialization operation 615. Initialization operation 615initializes a clocking mechanism used to reference the length in timethat collected data are stored in the master database 208. In accordancewith an embodiment, the clocking mechanism may also be used to referencethe length in time that scripts are stored in the storage module 216.Once the timer is initiated, operation flow passes to database storageoperation 616. Data storage operation 616 stores the uploaded data inthe master database 208 as described with reference to FIG. 2 inaccordance with an embodiment of the present invention.

The data stored in the master database 208 are then analyzed against oneor more advisory rules by analysis operation 618. As noted above, eachadvisory rule may include one or more advisory conditions associatedwith operating and/or threshold parameters related to the general andspecific data type of each data sample. An example of such an analysisis described below with reference to FIG. 7. Based on the analysis, dataconclusions are generated by generation operation 620. The dataconclusions are predefined identifiers associated with each independentresult obtained by analysis operation 618. Once the conclusions aregenerated, operation flow passes to conclusion storage operation 622.Conclusion storage operation 622 oversees storage of the conclusions ina two-tier organizational storage module 216. The conclusions are storedin customer account records 310 which may be identified by the customeraccount code 304 associated with each particular customer. Within eachcustomer account record 310, the conclusions are further divided intodata-type records 312 based on the general data-type, i.e., device,account and census, associated with the conclusion. As mentioned above,the data-type records 312 are divisions, or groups, of customer accountrecords 310 such that each customer account record 310 contains at leastthree data-type records 312: a device data record, a business datarecord and a census data record.

Once the data conclusions are stored by conclusion storage operation622, operation flow passes to timer operation 624. Timer operation 624determines whether collected data and data conclusions stored in themaster database 208 and the storage module 216, respectively, have beenmaintained in records of the database 208 and the storage module 216 fora predetermined time period. This determination is concluded at arecord-by-record level. As described earlier, the clocking mechanismmonitored by timing operation 624 is initialized to start counting byinitialization operation 615. Once the time of the clocking mechanismreaches “X” count, which is a count of the clocking mechanism inseconds, minutes, hours, or days, operation flow passes from timeroperation 624 to flag operation 626. Flag operation 626 flags data thathas been stored in the records of the master database 208 and dataconclusions stored in the records of the storage module 216 for “X”amount of time such that the records storing the data and theconclusions are written over during subsequent network advisory process600 passes. Flag operation 526 may also be referred to as a data refreshoperation wherein the data flagged by the operation 526 is data that isto be refreshed with updated collected data. Operation flow then passesto start operation 602 and continues as data is collected, uploaded andthen stored in the records of the database 208 previously flagged.

If timer operation 624 determines that data and conclusions stored inrecords of the master database 208 and the storage module 216,respectively, have not been maintained in the records for thepredetermined time period, operation flow passes to decisional operation628. Decisional operation 628 awaits access to a specific customeraccount record 310 and specific data-type record 312 by a field serviceprovider 122. In particular, if decisional operation 628 determines thataccess has not been granted to a field service provider 122, operationflow passes to timer operation 624 and is continuously looped untileither access is granted or the timer operation 624 indicates thatcollected data and data conclusions have been maintained in the recordsof the database 208 and the storage module 216, respectively, for thepredetermined time period. Once the NAS 100 is accessed, operation flowpasses to map operation 630.

Map operation 630 maps the conclusion associated with the specificdata-type record 312 to which the field service provider 122 is grantedaccess to a script. The scripts are mapped based on the identifier ofthe data conclusion. As mentioned above, the scripts may be in textual,binary or audio and/or visual format. More detailed illustrations of theoperations of the map operation 630 are shown and described above inTable 2 and below in FIG. 8. Once an appropriate script is mapped basedon the customer account and the data type associated with the request,the script is then transmitted to the field service provider 122 bytransmission operation 732. The script is transmitted over the networkconnection 132 through which the field service provider 122 isconnected. Operation flow then concludes at termination operation 634.In accordance with an embodiment, the fact that a script is accessed bya field service provider 122 has no bearing on whether the data isthereafter refreshed. Indeed, the field service provider 122 maysubsequently access the NAS 100 and retrieve the same script previouslyaccessed, so long as the data has not been prepared for refresh by flagoperation 626. Alternatively, the NAS 100 may refresh the scriptsfollowing each access.

FIG. 7 is an illustration of operations performed by the analysisoperation 518 and, in the alternative embodiment in FIG. 6, analysisoperation 618, as the analysis operations 518, 618 analyze a collectedsample of data against various advisory conditions of an advisory rulerelated to the sample of data. FIG. 7 also illustrates operationsperformed by generation operation 520 and, in the alternative embodimentin FIG. 6, generation operation 620, as the generation operations 520,620 generate a data conclusion based on the aforementioned analysis.Specifically, an analysis/generation process 700 illustrates operationsassociated with analysis operations 518, 618 and generation operations520, 620 as the analysis operations 518, 618 analyze a sample of devicedata 202 against an advisory rule associated with a conventional laundrymachine and generation operations 520, 620 generate a data conclusionbased on the analysis. The analysis/generation process 700 illustrates asample of data being analyzed against four advisory conditions, i.e.operations 706, 710, 716 and 720, of the advisory rule. As mentioned,advisory conditions relate the collected data to operating and/orthreshold parameters by comparing the parameters to the collected data.In the illustration of FIG. 7, the operating parameters are the degreesof water temperature in Fahrenheit, such as 75 degrees in operations 706and 710, as described below. Whereas the analysis/generation process 700illustrates analysis of a data sample against an advisory rule havingonly four advisory conditions for simplicity, it should be appreciatedthat an advisory rule may be much more complex, including any number ofadvisory conditions, which in turn, may include any number of operatingand/or threshold parameters. The analysis/generation process 700comprises an operation flow beginning with start operation 702 andconcluding with termination operation 726.

The analysis/generation process 700 begins in start operation 702following the conclusion of data storage operation 516 and,alternatively, data storage operation 616. Operation flow then passes toreception operation 704 as a sample of device data 202 is received intothe intelligence module 210. Specifically, as an example to illustrateFIG. 7 and not as means of limitation, the sample of device data 202received by reception operation 704 is data related to the watertemperature of a conventional laundry machine. The sample contains an“X” parameter and a “Y” parameter. The “X” temperature parameter is usedto specify the temperature of the machine-wash during the normal cycleand the “Y” temperature parameter is used to specify the temperature ofthe machine-wash during final rinse.

Once the sample of device data is received by reception operation 704,operation flow passes to decisional operation 706. Decisional operation706 determines whether the temperature of the machine-wash during normalcycle is less than or equal to 75 degrees Fahrenheit. If themachine-wash during normal cycle is less than or equal to 75 degreesFahrenheit, operation flow passes to generate conclusion operation 708.Generate conclusion operation 708 assigns a data conclusion of “00” tothe machine-wash temperature during normal cycle. Once the dataconclusion is generated, operational flow passes to decisional operation716. If decisional operation 706 determines that the temperature of themachine-wash during normal cycle is not less than or equal to 75 degreesFahrenheit, operation flow passes to decisional operation 710.

Decisional operation 710 determines whether the temperature of themachine-wash during normal cycle is between 75 degrees Fahrenheit and 90degrees Fahrenheit. If the machine-wash during normal cycle is between75 degrees Fahrenheit and 90 degrees Fahrenheit, operation flow passesto generate conclusion operation 712. Generate conclusion operation 712assigns a conclusion of “01” to the machine-wash temperature duringnormal cycle. Once the data conclusion is generated, operational flowpasses to decisional operation 716. If decisional operation 710determines that the temperature of the machine-wash during normal cycleis not between 75 degrees Fahrenheit and 90 degrees Fahrenheit,operation flow passes to generate conclusion operation 714. Generateconclusion operation 714 assigns a conclusion of “02” to themachine-wash temperature during normal cycle.

Following generate conclusion operations 708, 712 and 714, operationflow passes to decisional operation 716. Decisional operation 716determines whether the machine-wash temperature at final rinse is lessthan or equal to 60 degrees Fahrenheit. If the machine-wash temperatureduring normal cycle is less than or equal to 60 degrees Fahrenheit,operation flow passes to generate conclusion operation 718. Generateconclusion operation 718 assigns a conclusion of “03” to themachine-wash temperature during final rinse. Once the data conclusion isgenerated, operational flow is concluded at termination operation 726.If decisional operation 716 determines that the temperature of themachine-wash during final rinse is not less than or equal to 60 degreesFahrenheit, operation flow passes to decisional operation 720.

Decisional operation 720 determines whether the temperature of themachine-wash during final rinse is between 60 degrees Fahrenheit and 75degrees Fahrenheit. If the machine-wash during final rinse is between 60degrees Fahrenheit and 75 degrees Fahrenheit, operation flow passes togenerate conclusion operation 722. Generate conclusion operation 722assigns a conclusion of “04” to the machine-wash temperature duringfinal rinse. Once the data conclusion is generated, operation flowconcludes at termination operation 726. If decisional operation 720determines that the temperature of the machine-wash during final rinseis not between 60 degrees Fahrenheit and 75 degrees Fahrenheit,operation flow passes to generate conclusion operation 724. Generateconclusion operation 724 assigns a conclusion of “05” to themachine-wash temperature during final rinse. Once the conclusion isgenerated, operation flow is concluded at termination operation 726.

FIG. 8 is an illustration of the operations performed by map operation522 and, in the alternative embodiment in FIG. 6, map operation 630, asspecific advisory information is mapped to a data conclusion generatedby generation operation 520 and, alternatively in FIG. 6, generationoperation 620. As such, the advisory information described in FIG. 7takes the form of a script as an illustration of analysis operations516, 518 and generation operations 520, 620 in the network advisoryprocesses 500 and 600, respectively. Specifically, a mapping process 800is shown mapping a data conclusion derived by the analysis performed inthe analysis/generation process 700 in FIG. 7 to a script in a formatrecognizable to a field service provider 122. For simplicity, themapping process 800 is shown receiving a single data conclusion to bemapped to a script. Once the conclusion is mapped, the mapping process800 is initialized to await reception of a subsequent data conclusion.The mapping process 800 comprises an operation flow beginning with startoperation 800 and concluding with termination operation 818. Once attermination operation 818, operation flow is initialized to begin atstart operation 802 as a subsequent data conclusion is received.

The mapping process 800 begins at start operation 802 and operation flowinitially passes to reception operation 804. Reception operation 804receives a data conclusion, such as a data conclusion generated by theanalysis/generation process 700. With respect to network advisoryprocesses 500 and 600, reception operation 804 receives the dataconclusion following either generation operation 520 or, in thealternative embodiment in FIG. 6, decisional operation 628. If receptionoperation 804 follows generation operation 520, the conclusion ispreferably received into reception operation 804 directly and without anaccess of the customer and data-type records 310 and 312, respectively.In contrast, if reception operation 804 follows decisional operation628, reception operation 804 first accesses the customer and data-typerecords 310 and 312, respectively, based on the identification code 302and the customer account code 304 input by the field service provider122. As such, once the appropriate record is accessed, receptionoperation 804 receives the data conclusion stored in the record.

Following reception of the data conclusion, operation flow passes todecisional operation 806. Decisional operation 806 determines whetherthe received data conclusion is identified as “00.” If the conclusion isidentified as “00,” operation flow passes to output script operation808. Output script operation 808 outputs the script associated with the“00” identifier to the storage module 216 where the script is stored inthe appropriate customer 310 and data-type 312 records. In thealternative embodiment illustrated in FIG. 6, output script operation808 outputs the script associated with the “00” identifier to the fieldservice provider 122 in accordance with transmission operation 632. Inaccordance with the example illustrated in Table 2, the scriptassociated with the “00” identifier may be an audio script dictatingthat “the machine-wash temperature is below the expected range.” Oncethe script is output to either the storage module 216 or the fieldservice provider 122, operation flow concludes with terminationoperation 818.

If decisional operation 806 determines that the conclusion received byreception operation 804 is not identified as “00,” operation flow passesto decisional operation 810. Decisional operation 810 determines whetherthe conclusion received by reception operation 804 is identified as“01.” If the conclusion is identified as “01,” operation flow passes tooutput script operation 812. Output script operation 812 outputs thescript associated with the “01” identifier to the storage module 216where the script is stored in the appropriate customer 310 and data-type312 records. In the alternative embodiment illustrated in FIG. 6, outputscript operation 812 outputs the script associated with the “01”identifier to the field service provider 122 in accordance withtransmission operation 632. In accordance with the example illustratedin Table 2, the script associated with the “01” identifier is an audioscript dictating that “the machine-wash temperature is within theexpected range.” Once the script is output to either the storage module216 or the field service provider 122, operation flow concludes withtermination operation 818. However, if decisional operation 810determines that the data conclusion received by reception operation 804is not identified as “01,” operation flow continues to compare thereceived conclusion with all possible identifiers from “01” to “98,”which in the example in FIG. 8 is the next to last possible identifierassociated with data conclusions.

If operation flow reaches decisional operation 812, then decisionaloperation 812 determines whether the conclusion identifier is “98.” Ifthe conclusion identifier is “98,” operation flow passes to outputscript operation 814. Output script operation 814 outputs the scriptassociated with the “98” identifier to the storage module 216 where thescript is stored in the appropriate customer 310 and data-type 312records. In the alternative embodiment illustrated in FIG. 6, outputscript operation 814 outputs the script associated with the “98”identifier to the field service provider 122 in accordance withtransmission operation 632. Once the script is output to either thestorage module 216 or the field service provider 122, operation flowconcludes with termination operation 818. However, if decisionaloperation 812 determines that the conclusion identifier is not “98,”then operation flow passes to output script operation 816. Operationscript operation 816 outputs the script associated with the “99”identifier to the storage module 216 where the script is stored in theappropriate customer 310 and data-type 312 records. In the alternativeembodiment illustrated in FIG. 6, output script operation 816 outputsthe script associated with the “99” identifier to the field serviceprovider 122 in accordance with transmission operation 632. Once thescript is output to either the storage module 216 or the field serviceprovider 122, operation flow concludes with termination operation 818.

FIG. 9 illustrates operations of the R/C module 214 as the module 214manages the granting of access to the NAS 100 and the retrieval andtransmittal of advisory information from the NAS 100 to anetwork-connected field service provider 122 in accordance with oneembodiment of the present invention. In particular, FIG. 9 shows anidentification and authentication process 900 illustrating operations ofthe R/C module 214 of the NAS 100. As an example and not a means oflimitation, the field service provider 122 described in conjunction withFIG. 9 is employed by a service providing company to provide service onthe company's behalf to one or more destination facilities eachassociated with a single customer. As such, the field service provider122 accesses specific customer 310 and data-type 312 records through anidentification/authorization process 900. In accordance with a preferredembodiment of the present invention and as shown in FIG. 1 at times t₁and t₃, the field service provider 122 may connect to the NAS 100, gainaccess to the NAS 100 and receive advisory information by the NAS 100while the field service provider 122 is in transit between destinationfacilities. The times t₁ and t₃ are typically referred to a “windshieldtime.”

The identification/authentication process 900 comprises an operationflow beginning with start operation 902 and concluding with terminationoperation 928. From start operation 902, operation flow passes toreception operation 904. Reception operation 904 is triggered to receivea request to access the NAS 100 once a field service provider 122connects to the NAS 100 through a network connection 132 to the R/Cmodule 214. Once a request to access is received, operation flow passesto prompt identification code operation 906. Prompt identification codeoperation 906 prompts the field service provider 122 to enter theidentification code 302 specific to the field service provider 122. Fromprompt identification code operation 906, operation flow passes toreception operation 908.

At reception operation 908, the field service provider 122 entershis/her identification code 302 and the NAS 100 receives theidentification code 302 through the R/C module 214. In accordance withvarious embodiments, the field service provider 122 may input theidentification code 302 using any conventional input methods including,without limitation, voice recognition, retinal recognition, fingerprintrecognition, touch-tone recognition, keyboard entry, computer mouseentry or any other input method allowing a user to gain access to aremote computer. From reception operation 908, operation flow passes todecisional operation 910. Decisional operation 910 determines whetherthe identification code 302 received by reception operation 908 is avalid identification code 302 specifying a field service provider 122that is employed by the service providing company. If decisionaloperation determines that the identification code 302 is not a valididentification code, operation flow passes to second promptidentification code operation 912. Second prompt identification codeoperation 912 prompts the user that the previously enteredidentification code 302 is invalid and requests the user to input asecond identification code 302. From second prompt identification codeoperation 912, operation flow returns to reception operation 908 andcontinues as discussed above. In accordance with an embodiment, asecurity module may be tied to the second prompt identification codeoperation 912 to maintain a record of the number of times that the NAS100 has been incorrectly accessed during a current logon session. If aninvalid identification code 302 is input a predetermined number of timesduring the current logon session, then the authentication/identificationprocess 900 automatically terminates.

If decisional operation 910 determines that the identification code 302entered is a valid identification code 302, then the field serviceprovider 122 is recognized a NAS user and operation flow passes toprompt customer account code operation 914. Prompt customer account codeoperation 914 prompts the field service provider 122 to input a customeraccount code 304 specific to the customer account that is to be provideda service. From prompt customer account code operation 914, operationflow passes to reception operation 916.

Reception operation 916 receives the customer account code 304 throughthe R/C module 214. In accordance with various embodiments, the fieldservice provider 122 may input the identification code 302 using anyconventional input methods including, without limitation, voicerecognition, fingerprint recognition, retinal recognition, touch-tonerecognition, keyboard entry, computer mouse entry or any other inputmethod allowing a user to gain access to a remote computer. Fromreception operation 916, operation flow passes to decisional operation918. Decisional operation 918 determines whether the field serviceprovider 122 is a field service provider that should be granted accessto the customer account record 310 of the customer of which the customeraccount code 304 specifies. If access to the customer account record 310by the field service provider 122 is proper, operation flow passes toaccess operation 922. Access operation 922 grants access to the customeraccount record 310 associated with the customer account code 304. Ifdecisional operation 918 determines that access is not proper, operationflow passes to second prompt customer account code operation 920. Secondprompt customer account code operation 920 prompts the user that thepreviously entered customer account code 304 is associated with acustomer account record 310 of which the field service provider 122 doesnot have access. The second prompt customer account code operation 920also requests the user to input a second customer account code 304. Fromsecond prompt customer account code operation 920, operation flowreturns to reception operation 916 and continues as discussed above. Inaccordance with an embodiment, a security module may be tied to thesecond prompt customer account code operation 920 to maintain a recordof the number of times that the NAS 100 has been incorrectly accessed.If an invalid customer account code 304 is input a predetermined numberof times, then the authentication/identification process 900automatically terminates.

Once access operation 922 has granted the field service provider 122access to the customer account records 310, operation flow passes todetermination operation 924. Determination operation 924 determineswhich data-type record 312 of the customer account record 310 stores theadvisory information that the field service provider 122 is requesting.As described in Table 3, this determination is based on a specialty areaof the field service provider 122 and the particular customer accountidentified by the customer account record 310 of which the field serviceprovider 122 is currently accessing. Once determination operation hasdetermined the data-type record 312 storing the appropriate advisoryinformation requested by the field service provider 122, operation flowpasses to retrieval operation 926. Retrieval operation 926 accesses theappropriate data-type record 312 specified by determination operation924 and retrieves the advisory information stored in the record 312.Once the appropriate advisory information is retrieved, operation flowpasses to transmission operation 926. Transmission operation 926transmits the retrieved advisory information to the field serviceprovider 122 over the network connection 132 through which the fieldservice provider 122 is connected. From transmission operation 926,operation flow concludes with termination operation 928.

It will be clear that the present invention is well adapted to attainthe ends and advantages mentioned, as well as those inherent therein.While a presently preferred embodiment has been described for purposesof this disclosure, various changes and modifications may be made whichare well within the scope of the present invention. For example,although a field service provider is described above as providingcommercial or private services typically under some form of agreement,the field service provider may be employed by an emergency or publicservice providing company, such as a fire rescue unit, a police unit, aveterinary service, a hospitals and/or ambulance service, or any otherservice providing company generally employed to provide emergencyservices. Numerous other changes may be made which will readily suggestthemselves to those skilled in the art and which are encompassed in thespirit of the invention disclosed and as defined in the appended claims.

1. A method comprising: receiving collected data associated with autility device maintained at a destination location, the collected dataassociated with one of a plurality of data types; analyzing thecollected data against at least one advisory rule corresponding to theassociated one of the plurality of data types; generating dataconclusions based on the analysis of the collected data; mapping thedata conclusions to advisory information; storing the advisoryinformation in a storage module for subsequent access by the fieldservice providers, wherein the storage module comprises a plurality ofdata type records, the advisory information being categorized in theplurality of data type records based on the data type of the collecteddata from which the advisory information is derived; receiving a requestfrom a specific field service provider for presentation of advisoryinformation, the request comprising a provider identification codeassociated with the specific field service provider and representativeof a specific data type of advisory information that the specific fieldservice provider is authorized to access; in response to receipt of therequest, retrieving advisory information from a specific data typerecord of the storage module based on the provider identification code;and presenting the retrieved advisory information to the specific fieldservice provider through the network device.
 2. The method of claim 1,wherein receiving collected data comprises receiving device dataassociated with the utility device.
 3. The method of claim 2, whereinreceiving device data comprises receiving data related to parameters andoperating conditions of the utility device.
 4. The method of claim 2,wherein receiving device data comprises receiving data related to atleast one of water temperature, vending machine temperature, revolutionsper minute, detergent concentration, wash tank temperature, final rinsepressure, final rinse temperature, water volume, number of racksprocessed, or number of times a final rinse is activated.
 5. The methodof claim 2, wherein receiving device data comprises receiving datarelated to at least one of electrical or mechanical operation of theutility device.
 6. The method of claim 1, wherein analyzing thecollected data comprises comparing the collected data to at least oneadvisory condition.
 7. The method of claim 6, wherein comparing thecollected data to at least one advisory condition comprises comparingthe collected data to at least one threshold condition related to theassociated one of the plurality of data types.
 8. The method of claim 1,wherein receiving collected data comprises receiving water temperaturedata associated with the utility device and wherein analyzing thecollected data comprises comparing the received water temperature datato at least one water temperature threshold.
 9. The method of claim 1,wherein receiving collected data comprises receiving census dataassociated with the utility device.
 10. The method of claim 9, whereinreceiving census data comprises receiving data related to supply ordemand associated with the utility device.
 11. The method of claim 9,wherein receiving census data comprises receiving data related to atleast one of a quantity of a particular product sold through the utilitydevice or an amount of chemical product used by the utility device. 12.The method of claim 1, wherein receiving collected data comprisesreceiving collected data associated with at least one of a ware washer,a vending machine, a laundry machine, a chemical dispenser, officeequipment, farm equipment, medical equipment, lawn/garden equipment,computer equipment, software or security equipment.
 13. The method ofclaim 1, wherein receiving collected data comprises receiving accountdata associated with the utility device.
 14. The method of claim 13,wherein receiving account data comprises receiving data related to atleast one of business data, invoice information, or financialinformation.
 15. A system comprising: a data collector that receivescollected data associated with a utility device maintained at adestination location, the collected data associated with one of aplurality of data types; an intelligence module that analyzes thecollected data against at least one advisory rule corresponding to theassociated one of the plurality of data types and generates dataconclusions based on the analysis of the collected data; a mappingmodule that maps the data conclusions to advisory information; a storagemodule that stores the advisory information for subsequent access by thefield service providers, wherein the storage module comprises aplurality of data type records, the advisory information beingcategorized in the plurality of data type records based on the data typeof the collected data from which the advisory information is derived;and a communication module that receives a request from a specific fieldservice provider for presentation of advisory information, the requestcomprising a provider identification code associated with the specificfield service provider and representative of a specific data type ofadvisory information that the specific field service provider isauthorized to access, wherein the communication module further retrievesadvisory information from a specific data type record of the storagemodule based on the provider identification code and presents theretrieved advisory information to the specific field service provider.16. The system of claim 15, wherein the communication module transmitsthe advisory information to the field service provider over a wirelessnetwork connection as the field service provider is in transit between afirst destination facility and a second destination facility.
 17. Thesystem of claim 15, wherein the communication module transmits theadvisory information to the field service provider over a wirelessnetwork connection as the field service provider is located at adestination facility.
 18. The system of claim 15, wherein the collecteddata comprises one of device data, census data or account data.
 19. Thesystem of claim 15, wherein the collected data comprises device datarelated to at least one of electrical or mechanical operation of theutility device.
 20. The system of claim 15, wherein the collected datacomprises census data related to supply or demand associated with theutility device.
 21. The system of claim 15, wherein the collected datacomprises account data associated with the utility device.
 22. Thesystem of claim 15, wherein the intelligence module compares thecollected data to at least one advisory condition.